Customer Experience

2 weeks ago

London, Greater London, United Kingdom Fortius Clinic Full time
Head of Customer Experience
Line Manages FOH Supervisors, Senior Receptionists, Concierge

The Head of Customer Experience will be responsible for leading and managing the end to end customer experience across Fortius.

They will be responsible for managing the Front of House team as well as working closely with other clinical and non-clinical teams to ensure a seamless customer experience.

They will be responsible for shaping and driving forward a high-end customer experience strategy and striving to continually improve the patient pathway.

As part of the remit for leading front of house and the outpatient experience, the Head of Customer Experience will be a key contact within Fortius and will work with their team to deepen relationships with Consultants.

Administratively, the Head of Customer Experience will manage the Front of House and Concierge team and be responsible for recruitment and communication with those team members (1-1's, team meetings, appraisals) and ensuring sufficient staffing to meet required demands.

Develop and implement a Customer Experience Strategy

Develop comprehensive customer journeys and shape relevant customer touchpoints – including contributing to the digital strategy where it will create improvements and efficiencies.

Monitor Key Performance Indicators around patient satisfaction, Consultant satisfaction, clinic volumes and utilisation and present findings to Senior Management Team (SMT) when required.

Provide a timely, efficient and courteous provision of services to the agreed standards of the department, taking account of the patient/clients clinical, physical and cultural needs.

the maintenance and monitoring of agreed service standards; and the handling of all issues and complaints arising.

Take overall responsibility for the patient management system at Fortius – including implementing changes and training all relevant users.

Participate in the Quality group meetings. Other Ad-hoc duties requested by Executive Management

Provide support, training and guidance to new employees to ensure they integrate and operate in accordance with company procedures and expectations as quickly and seamlessly as possible.

Work closely with the quality team to ensure all Fortius sites meet the CQC criteria for Outstanding in each of the 5 KLOE's.

Be responsible for hiring, inducting and continually training staff to ensure a high level of customer service is provided at all times.

Develop and continously review departmental standards, policies and strategies to improve service. Report any building issues to FM and ensure they are addressed & rectified quickly.

All staff, both clinical and non- clinical, are required to adhere to the Clinics Infection Prevention and Control policies and procedures and the Health Act Code of Practice for the prevention and control healthcare associated infections and make every effort to maintain high standards of infection control at all times thereby reducing the risk of Healthcare Associated infections.

It is the duty of every member of staff to take personal responsibility for the prevention and control of infection, as laid down in the Clinics policies and procedures which reflect the statutory requirements of the Hygiene Code.


  • To ensure that all relevant monitoring data and issues are provided to the Directorate's Governance structures.
  • Confidentiality & Data Protection

The post holder has a responsibility to comply with the Data Protection Act 1998 and maintain confidentiality of staff, patients and Clinic business.

Employees are expected to comply with all Clinic policies and procedures and to work in accordance of the Data Protection Act 1998.

For those posts where there is management or supervision of other staff it is the responsibility of that employee to ensure that their staff receive appropriate training.

Equality and Diversity
The Clinic values equality and diversity in employment and in the services we provide.

It is committed to promoting equality and diversity in employment and will keep under review our policies and procedures to ensure that the job related needs of all staff working in the Clinic are recognised.

Fortius Clinic aims to ensure that all job applicants, employees or clients are treated fairly and valued equally regardless of sex, marital status, domestic circumstances, age, race, colour, disablement, ethnic or national origin, social background or employment status, sexual orientation, religion, beliefs, HIV status, gender reassignment, political affiliation or trade union membership.

Selection for training and development and promotion will be on the basis of the individual's ability to meet the requirements for the job.

You are responsible for ensuring that the Clinic policies, procedures and obligation in respect of promoting equality and diversity are adhered to in relation to both staff and services.

To carry out responsibilities in such a way as to minimise risk of harm to children, young people and vulnerable adults and to promote their welfare in accordance with the Children Act 2004, Working Together to Safeguard Children and No Secrets guidance (DH

  • To demonstrate an understanding of and adhere to the trust's child protection policies.
Fortius Clinic implemented a No Smoking Policy, which applies to all staff. Staff contravening this policy will be subject to disciplinary procedures.
We are passionate about delivering the highest quality of service delivery across the organisation for our internal and external customers and stakeholders
Fortius Clinic implemented a No Smoking Policy, which applies to all staff. Staff contravening this policy will be subject to disciplinary procedures.
We are passionate about delivering the highest quality of service delivery across the organisation for our internal and external customers and stakeholders

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